Playvox

JANUARY 25, 2024

Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

COPC

JULY 20, 2023

Research Global Benchmarking Series, Contact Center Workforce Management Insights into organizational customer experience objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support. our target is 80% in 40 seconds.)

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

CSM Magazine

OCTOBER 15, 2018

With customer-centric success criteria in place, turn to innovative workforce. Add ‘travel time’ into schedules – in a bid to save time, managers often take. For example, they don’t factor in the travel time needed to get from the contact center floor to the training rooms.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

MARCH 8, 2022

Most call center software providers let you test out WFM software before you purchase it. Intraday Management? The ideal software should manage all of these, but you should have the easiest time managing the areas that are most important for you. Which features are most important to you? Scheduling?

call center workforce 75

call center workforce Call Center Agent burnout Management 75